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How should I approach those type of questions where they ask us to improve processes (eg: Customer support system)
I dont know any model or any concept for these type of questions. Are these questions merely the use of common sense only?
There is no particular model and your approach will rely largely on common sense. In general:
1 Look at the order in which operations are carried you to see if it is logical.
2 Try to reduce transfers of material or information between different departments as this introduces delay, potential errors and makes work for two people: sender and received.
Sometimes reorganising the sequence of procedures will give simplification. Also consider if several tasks could be sensibly combined within one department rather than being spread over several. The emphasis in this paper is primarily on efficiency, not primarily on internal control.
Oh alright
So in my understanding, you have to see which activities are not adding “value” to the process and try to minimize the “gaps and disconnects” between departments and also try to “simplify” the process.
It is clear to me now. I guess such type of questions can only be understandable and mastered through practice only
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